Customer Service Representative (Call Center) at iRecharge Tech-Innovations Limited

iRecharge Tech-Innovations is an internet powered distribution platform that enables users purchase virtual products and services such as airtime and mobile data, internet subscriptions, pay TV, and Bulk SMS. This solution which integrates seamlessly with all major Telecoms operators and service providers aims to provide value added services to consumers through as many access points as available.

We are recruiting to fill the position below:

Job Title: Customer Service Representative (Call Center)

Location: Abuja

Job Summary

• The Customer Service Representative, reporting to the Team Lead, plays a pivotal role in addressing customer inquiries and resolving complaints with utmost professionalism and efficiency.
• This position involves handling incoming calls from customers, including taking orders, providing information, troubleshooting issues, and addressing concerns related to the organization's products or services.

Essential Duties and Responsibilities

• Professionally answer incoming phone calls from customers and address their inquiries and complaints with empathy and courtesy.
• Utilize available resources to conduct research and gather the required information to effectively assist customers.
• Operate telephone equipment, automatic dialing systems, and other telecommunications technologies to proactively contact prospective customers.
• Take ownership of customer complaints and work towards swift and satisfactory resolutions.
• Provide comprehensive information about our organization's services and products to customers.
• Identify and escalate priority issues to high-level management for prompt attention and resolution.
• Adhere to procedures, rules, and regulations to maintain a safe and clean working environment.
• Direct inbound calls to the appropriate departments or individuals.
• Follow up on complex customer calls as necessary to ensure a positive customer experience.
• Document call details, including notes and reports, in the Customer Relationship Management (CRM) system.
• Gather and evaluate all relevant data to effectively handle customer complaints and inquiries.
• Record and maintain accurate records of customer comments, inquiries, complaints, and actions taken.
• Escalate customers' queries to the appropriate units for prompt and efficient resolution.
• Capture customers' details accurately in the system to maintain comprehensive records.
• Contribute to the overall team effort by accomplishing assigned tasks and supporting colleagues.
• Perform other duties as assigned.

Education Qualifications, Experience, Skills, and Competencies

• First Degree in Communications or related field
• Must have at least 3 years of relevant experience in a call center
• Must be available for a 24/7 Shift work schedule
• Must be customer-centric
• Customer service telephony skills
• Accurate comprehension, interpretation, and capturing of information
• Able to react effectively and calmly in emergencies.
• Must be highly accurate and responds timely to calls
• Able to maintain customer confidentiality.
• Ability to understand individual differences
• Problem-solving and listening skills
• Excellent Interpersonal skill

Teamwork:

• Time management and Persuasion skills
• Excellent verbal and written communication skills
• Friendly disposition, charming character, and amiable personality.

Application Closing Date
24th May, 2023.

Method of Application
Interested and qualified candidates should submit their updated CV as a PDF file to: [email protected] the subject of the email should be "Call Centre - Abuja"

Note: Only shortlisted candidates will be contacted.